MCP Server for Freshdesk: Ticket Management

Freshdesk's REST API exposes tickets, canned responses, and agent groups — enough to build a solid first-line triage tool set.

Core Tools

• list_tickets(status, priority)
• update_ticket_status(ticket_id, status)
• apply_canned_response(ticket_id, response_id)

Group Routing

Let the agent route tickets to the correct group based on category, but leave priority escalation for tickets flagged urgent to a human — false-positive escalations erode trust in the automation fast.